Program Manager – Escalation Management

This is a fully remote position, open to applicants in Alabama, +28 more states.

📋 Description

• Oversee the complete escalation operating rhythm, which includes daily case evaluations, weekly escalation assessments, monthly business reviews, and quarterly calibration of severity criteria.

• Keep meeting agendas, decision logs, and assigned action items organized with designated owners and due dates.

• Administer a centralized tracker for escalation indicators and root-cause initiatives.

• Publish and drive Service Level Agreements (SLAs); report on compliance, escalation cycle durations, and signal-to-action delays to leadership on a weekly basis.

• Establish and uphold risk-detection signals for proactive intervention.

• Create recovery strategies for identified risk factors.

• Analyze and quantify escalation trends by frequency and impact, transforming them into solutions that mitigate recurring issues.

• Facilitate cross-functional collaboration with Product, Engineering, Operations, and Customer Experience teams.

• Develop SQL queries to explore anomalies, pinpoint root causes, and respond to ad-hoc inquiries from leadership.

• Construct and maintain dashboards and automated reports focusing on escalation volume, resolution times, recurring issues, SLA compliance, and partner impact.

• Prepare leadership for partner meetings, business reviews, and incident summaries with quantifiable effects.

• Define and enhance escalation intake processes, severity criteria, SLAs, and communication standards.

• Establish repeatable processes that can scale beyond the immediate team.

• Report directly to the Senior Manager of Customer Experience.

⛳️ Requirements

• Minimum of 5 years of experience in program or escalation management, ideally within customer experience, contact center, or partner operations.

• Demonstrated ability to lead cross-functional initiatives with assigned owners, published SLAs, and measurable outcomes without direct authority.

• Proficient in SQL and familiar with visualization tools such as Looker, Mode, Tableau, or similar platforms.

• Knowledge of contact center metrics, including Consumer Sentiment, first contact resolution, average handle time, and Internal Quality Score.

• Capability to identify root causes behind changes in metrics and propose mitigation strategies.

• Proven history of creating executive-level reporting.

• Exceptional written and verbal communication skills.

• Sound judgment in making escalation decisions and adeptness in navigating ambiguity and changing priorities.

• Strategic thinking and the ability to assist in establishing a new operating model.

• High levels of accountability, ownership, and a self-starting attitude.

• Preferred: experience in drafting product feedback or change requests that have been accepted and implemented by Product teams.

• Preferred: experience in developing or scaling escalation or incident management processes.

• Preferred: expertise in de-escalation strategies and customer relationship management.

• Preferred: background in retail, grocery, e-commerce, or marketplace partnerships.

• Preferred: familiarity with tools such as Salesforce, JIRA, Slack, and similar applications.

🏝️ Benefits

• Flexible work location: whether at home, in the office, or your favorite coffee shop.

• Regular in-person events.

• Equity grant for new hires.

• Annual refresh grants.

• Competitive compensation and benefits aligned with market standards.